Video Reference and the Library Kiosk

Annotation #1

Booth, C. (2007). Video reference and the library kiosk: Experimentation and evaluation. Journal of Access Services, 5(1), 47-53.

This article is an excellent case study of the implementation of a Video Reference Kiosk in Alden Library at Ohio University. Although only in phase two of user-testing, the reference department at Alden Library has already identified several pros and cons of video reference and the kiosk model. Advantages, according to Booth, include the ability to simultaneously IM and video conference, resulting in a "best of both worlds" scenario where no visual cues are lost (a chief complaint of email reference and instant messaging) and where hyperlinks and navigation instructions can be provided in real time to the patron via IM. The Alden librarians experienced some hiccups: they tested Windows Live Messenger and Trillian Pro but found various features of these clients made them less desirable than Skype. Skype was preferred because it was open-access, allowed calls to be answered automatically, allowed one-way screening, and did not conflict with the IM client already being used for reference chats. Problems that arose included patrons tampering with the webcam, patrons being self-conscious and confused for the first few minutes of being on camera, and the "freak factor" of seeing a live librarian on screen while students roamed the stacks. Significantly, the Alden librarians' approach to installing "Skype a Librarian" services was the same as their approach to adopting reference IM services: they did usability testing to determine the needs of their patrons and possible advantages of the new technology, approaching Skype with both excitement and skepticism.

The article was written in 2007 and it looks like their "Skype a Librarian" page has gone live. One goal in the article was to expand Skype services from just the video kiosks to a general service that students could access from their personal computers. The methodology of going from a small, experimental kiosk before expanding to an Ask a Librarian is a good best practice for libraries. A danger of any new service is investing time, training, and money into something that never gets used. It was hard for me to gauge, however, whether there was a large patron interest in a Skype kiosk. Booth seems very excited about the project, despite her candidness about it's pitfalls. It remains to be seen whether new the Skype a Librarian service will have more use, but it is logical to assume so, since patrons who already use Skype at home might be more comfortable Skyping a Librarian from home than patrons who happen to pass by the "freakish" librarian inside the computer while they roam the stacks.

Ohio University Skype a Librarian Page